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robson52
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Tivo catch up continually freezing

Going by what I've seen on the notice boards, I'm not the only person having this problem.

EVERY program we try to watch on catch up freezes continually whilst trying to watch it.

It's very frustrating, and if we persevere trying to watch for example an hour program, it takes well over an hour and a half.

WHY are so many people having this problem?

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Message 2 of 9
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Re: Tivo catch up continually freezing

Welcome to the Community robson52! I wish it could be under better circumstances. Smiley Sad

 

I'm sorry to hear about the fault experienced with your TiVo® service.

 

I've looked into this and it appears that this is due to a high demand for our service in your area under the fault ticket reference F004061078, with a review date of 08/02/17.

 

I can totally appreciate that this type of situation can be very frustrating.

 

Please let me know if there is anything more that I can do to help.

 

Many thanks,

 

Nat_J


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gplh
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Re: Tivo catch up continually freezing

Are they are still selling contracts for this service in the area affected and if so are they telling customers they KNOW they wont be able to provide a full service till after 2017?

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robson52
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Re: Tivo catch up continually freezing

I wish I'd been made aware of this before I switched to TIVO.

It's pointless trying to watch anything on catch up. How come it's going to be next February (at the earliest) before things are sorted, and are new customers being made aware about this fault?

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Re: Tivo catch up continually freezing

Hi Robson52

 

I'm sorry again for the continued inconvenience you're experiencing, the review date is simply to review the issues if they've not been resolved, so it's not the earliest date it'll be resolved.

 

We're looking to get this resolved as soon as possible, get in touch here if you'd like us to check the ticket for you at any time.

 

Take care

Craig


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robson52
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Re: Tivo catch up continually freezing

thanks Craig,

will someone notify me when the problem has been resolved?

We've virtually stopped watching catch up. and are having to record programs (when we remember).

 

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Re: Tivo catch up continually freezing

Hi robson52

 

There's no automated system in place to let you know when this has been resolved for this issue, apologies for that.

 

I'll keep an eye on this for you and if you want an update to the ticket at any time, get in touch here and I'll take a closer look.

 

Apologies again for the inconvenience caused

Craig


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Re: Tivo catch up continually freezing

Hi there robson52,

 

Further to your private mail requesting an update about the fault ticket F004061078. This was verified as closed on 08/12/2016.

 

I've also checked your equipment levels and the signal for this is currently out of spec, which may explain any continued faults experienced with this service.

 

I'd like to arrange for an engineer to visit and investigate further.

 

I've sent you a private message so that we can get this booked in.

 

Hope to hear back from you soon,

 

Nat_J

 

 

 


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robson52
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Re: Tivo catch up continually freezing

Thanks Nat,

we're busy for the next few weeks, but I'll get back to you later to arrange a slot for an engineer to call.

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